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FAQ

General Questions

  • How can I contact Threo?

    You can leave a message at +3531800852678 from 9 a.m. EST to 5 p.m. EST or send an email to theteam@threo.ie. We respond to all customer requests within 24 hours on business days.

  • How can I get a discount?

    You can view our best offers on the main page of www.threo.ie. We offer a range of seasonal promotions throughout the year. If you have a code, just enter it at checkout to get a discount on your purchase.

  • What is your return and refund policy?

    We accept returns of unused items within 30 days of delivery. If you wish to go further and return all or part of your order, please visit our Return & Refund Policy here and then contact us at theteam@threo.ie with your order number. Cases of returns with buyers remorse, such as an item that didn’t fit, didn’t like the color/quality, ordered by mistake, bought somewhere else, etc., will be handled separately.

Order Questions

  • How do I find my order?

    After your order is placed, you will receive an automated email with your order number and details of your purchase.

  • How can I change or cancel my order?

    We process our orders very quickly and unfortunately cannot typically make changes after an order has been placed for more than 24 hours. If you notice the mistake straight away, though, please send us an email at theteam@threo.ie to see if a modification can be made.

  • How long does it take to process the order?

    All orders are processed within 2-3 business days.

  • Why didn’t I get a confirmation email?

    Make sure you check your Spam, Junk or Promotions folder just in case the email got delivered there instead of your inbox.

    To further ensure our confirmation emails get to you, you can add the address theteam@threo.ie to your safe sender’s list to ensure your confirmation does not get sent to one of these folders.

    If you have checked these folders and it is still missing, please contact us and we will be happy to help.

  • What happens if my order is returned to the sender?

    In the event your order is returned to the sender, we will contact you via email at the same email address that was provided during checkout. If you find that your tracking link states that your order is being returned to the sender, earlier please send us an email at theteam@threo.ie and let us know so we can properly look into the issue.

  • What should I do if I received a defective or incorrect product?

    If you believe you received a defective, damaged or incorrect product, please send a photo or a video of the item and a brief explanation of the defect to theteam@threo.ie. Also, we need the photo of the tracking number on the package itself so we can look into it right away.

  • What if my order has been stolen?

    If you have reason to suspect that your package has been stolen (for example, if your order status is “Delivered” but you never received it), you need to wait for 5 days. During that time, the status may change, or a misdelivered package may be returned to the sender.

    If that does not happen, you need to file a police report within 5 days after the status update. Send a copy of the police report and the assigned police report number to us so we can review your case. Falsifying reports will have legal consequences.

Payment Questions

  • What payment methods do you accept?

    We accept payment via PayPal and by all major credit cards including Visa, MasterCard, American Express, Visa Debit and Visa Electron (UK).

    Please be aware of potential fees for cross border transactions.

  • Why was my payment declined?

    Payments can be declined for various reasons. If you feel as though your card was declined in error, please place another order through our website and make sure the address is correct.

  • How do I make the payment?

    Choose the items you want to purchase and add them to the shopping cart. Check the content of your shopping cart before proceeding to the next step. Fill out the required fields with the information that will make it possible for us to deliver your order to you. Choose the method of payment, enter the payment details and confirm the purchase. You will receive an automated email confirming your order and containing the essential information about it. Please keep this email for future reference until you receive your package.

Shipping Questions

  • How long does the shipping take?

    Please, refer to our Delivery Information for the details.

  • How can I track my order?

    You will receive an automated email containing tracking information as soon as your order ships. Please note that it takes up to 48 hours for the first scan to appear.

  • Are there any additional charges for an international delivery?

    The shipping is absolutely free. No customs/sales tax is payable on the delivery of the goods.